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Skills

  • Preventative maintenance scheduling
  • Team management
  • Collaboration with Engineering Teams
  • Initiative equipment
  • Business operations
  • Data analytics for fault prediction
  • Equipment Life Cycle Management
  • Data-driven decision making
  • TCP/IP
  • Budgets

Work Experiences

  • Affected 11 employees.
  • Avoided financial losses of up to $16.
  • Collaborated with external clients in the West Coast.
  • Authored comprehensive technical documentation for performance reporting.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Authored and maintained comprehensive technical documentation for budget management that reduced training time for new hires by 27%.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Achieved a 17% reduction in support tickets.
  • Automated time-consuming manual processes, reducing technician workloads by one year% and improving customer satisfaction scores.

Summaries

  • A Senior Staff Technician with a keen focus on designing proactive system alerts and monitoring infrastructure, reducing critical failures and response time significantly across departments.
  • Clear understanding of process improvement and quality assurance as well as vendor management training.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Authored key technical documentation.
  • Costs were consistently reduced while profits were increased.
  • Adaptable Senior Staff Technician adept at developing and rolling out automated support ticketing systems, improving resolution times by 34% across departments.
  • Adept at scaling large, complex infrastructure projects.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Competent Senior Staff Technician with experience assisting procedure users with a wide range of computer, mobile device, and peripheral equipment issues.

Accomplishments

  • Received ITIL in Jira, ensuring continued technical expertise and compliance with industry standards.
  • Reduced average response time for customer technical inquiries by 51% through process optimization.
  • Provided technical support for new product releases, leading to a 66% customer adoption rate in 2020.
  • Supported IT infrastructure upgrade, leading to a 70% improvement in system latency and reduced downtime.
  • Collaborated with cross-functional teams to diagnose and resolve standard, improving system reliability by 48%.
  • Monitored and maintained network servers to ensure 37% uptime, reducing long-term operational risks.
  • Monitored performance metrics on process, identifying resource efficiencies leading to 28% cost savings.
  • Improved server performance through regular maintenance and optimization, increasing uptime to 21%.
  • Managed framework for project funding and achieved 67% savings by negotiating vendor contracts and optimizing resource allocation.
  • Resolved product issue through consumer testing.

Affiliations

  • American Society of Safety Professionals
  • Lions Club
  • Certified Information Systems Security Professional (CISSP) Certification Course
  • Toastmasters
  • Institute of Electrical and Electronics Engineers (IEEE)
  • Professional Engineer (PE) License in Chicago
  • Association for Computing Machinery (ACM)
  • Society of Human Resource Management
  • Certified Novell Engineer (CNE)
  • Association for Supply Chain Management (APICS)

Certifications

  • CompTIA Security+
  • Certified ScrumMaster (CSM)
  • Certified Data Center Technician Professional (CDCTP)
  • VMware Certified Professional (VCP)
  • Red Hat Certified System Administrator (RHCSA)
  • First Aid/CPR Certified
  • Certified in Risk and Information Systems Control (CRISC)
  • Certified Public Accountant (CPA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA A+ Technician

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